The First Group Hospitality is a leading hospitality management company pioneering a new era of excellence. With a rapidly expanding portfolio of award-winning upscale hotels, signature restaurants, and distinctive leisure destinations, we are committed to creating unforgettable experiences at every touchpoint.
Our team of seasoned professionals brings decades of experience from renowned hotel brands, combined with a deep understanding of the Dubai and GCC markets. With a comprehensive infrastructure spanning all key areas of hotel management, we offer tailored solutions to maximise efficiency, drive revenue growth, and enhance guest satisfaction.
At The First Group Hospitality, we are dedicated to building long-term partnerships with our clients. By leveraging our global insights, regional expertise, and strong operational foundation, we ensure that every aspect of your hotel is managed with precision and care. Our goal is to optimise performance, boost profitability, and deliver sustainable growth for your property.
Job Description
The Central Reservations Office serves as a vital part of the sales and commercial team, acting as a key point of contact for guests and internal stakeholders. This role is responsible for leading a team that manages all room and restaurant reservation requests—ensuring accuracy, efficiency, and a premium level of guest service across various communication channels. The primary objective is to drive revenue by optimizing the reservations process and enhancing the guest experience.
The position may support a multi-property setup or cluster configuration, managing reservations for The First Group (TFG) properties as well as external partners, including both room and restaurant bookings.
Key Responsibilities
Reservations & Sales Operations
Manage and oversee the accurate processing of all reservation requests, changes, and cancellations via phone, email, and online platforms.
Identify guest needs, apply appropriate room types and rates, and input accurate information into the system.
Maximize room revenue by applying upselling strategies, cross-selling, and promoting alternative booking dates or sister properties.
Ensure guests are informed of and enrolled in the Marriott Bonvoy program where applicable.
Handle special reservation types (e.g., staff rates, complimentary rooms, wholesale bookings) using correct procedures and coding.
Manage restaurant reservations through phone, email, and table booking platforms.
Maintain a high level of accuracy in all systems and guest communications.
Guest Relations
Provide professional, friendly, and personalized service using guest engagement protocols (e.g., LEARN, LEAP, PLEASED).
Listen actively and respond promptly to guest inquiries and concerns.
Anticipate guest needs and ensure a warm welcome and fond farewell.
Build trust and rapport through genuine conversations and tailored recommendations.
Policies & Compliance
Maintain confidentiality and security of guest and proprietary information.
Follow company policies, data protection practices, and standard operating procedures.
Adhere to escalation protocols and handle guest issues with professionalism.
Communication & Team Collaboration
Lead by example in professional, respectful communication with guests and colleagues.
Use appropriate etiquette on calls, including timely responses, tone of voice, and message handling.
Support and foster a collaborative team culture.
Handle sensitive matters with discretion and empathy.
Leadership & Relationship Building
Build strong, productive relationships with property teams, corporate departments, and system support teams.
Serve as a liaison for cross-functional coordination and issue resolution.
Drive performance, motivation, and accountability within the CRO team.
Conduct coaching, performance evaluations, and development sessions with direct reports.
Quality Assurance & Continuous Improvement
Comply with quality standards and ensure all interactions reflect the brand’s values.
Identify opportunities for process enhancements and service improvements.
Monitor KPIs and implement action plans as needed.
Leadership & Communication
Remains composed and effective under pressure and during change.
Communicates clearly and persuasively across multiple channels.
Demonstrates professionalism and earns respect through behavior and tone.
Execution & Results Orientation
Sets clear performance goals and holds self and team accountable.
Prioritizes tasks effectively and delivers results through planning and organization.
Proactively solves problems and makes informed decisions.
Relationship Building
Fosters openness, trust, and collaboration within the team.
Builds strong guest and partner relationships based on understanding and service delivery.
Embraces diversity and supports team members from various cultural backgrounds.
Talent Development
Provides regular feedback and support to enhance individual and team performance.
Contributes to organizational capability by evaluating structures and improving workflows.
Desired Skill & Expertise
Bachelors or equivalent required; higher education is a plus
Minimum 5 years of experience in hospitality, sales, or revenue management
At least 2 year in a leadership role with direct team management responsibility
Strong analytical and computer proficiency, with a data-driven mindset
Exceptional communication and active listening skills
Fluency in English (written and verbal); additional languages are a plus
Proven ability to deliver outstanding customer service
Collaborative team player with strong interpersonal skills and cultural sensitivity
Demonstrates integrity, reliability, and a proactive, positive attitude
Commercially minded with a strong focus on sales and continuous learning
It is observed that many people say that they are not happy with their work at their employment place. Actually such people are not fully satisfied with their job and this situation is termed as job satisfaction. Job satisfaction refers to the situation where worker love the job and feel happiness in working. There is only little number of people who say that they are happy with the job. The reason is that due to high competition every employer knows that he could hire the new worker if old worker deny to work. In such situation he gets ready to oppress the workers for unjustified work. This thing generates sense of uneasiness for workers.
The worker who feel pleasure in completing his task and also feel security in his job, It is considered that he is enjoys of job satisfaction immensely. Such workers mostly progress in their job rank with the passage of time.
Job satisfaction refers to the level of contentment, fulfillment, and positive feelings an individual experiences in their job or occupation. It reflects how well a person's expectations, needs, and aspirations are met within the context of their work. When someone is satisfied with their job, they tend to experience higher morale, motivation, and overall well-being, which can have positive effects on their performance, productivity, and commitment to their organization.
Key factors that contribute to job satisfaction include:
Work Environment: A supportive and respectful work environment that promotes collaboration, open communication, and a sense of belonging can contribute to higher job satisfaction.
Work-Life Balance: Achieving a balance between work and personal life is important for job satisfaction. Employees who can manage their work responsibilities while having time for their personal interests and family tend to be more satisfied.
Compensation and Benefits: Fair and competitive compensation, along with benefits such as healthcare, retirement plans, and bonuses, can enhance job satisfaction.
Career Development and Advancement: Opportunities for growth, skill development, and advancement within the organization can increase job satisfaction by providing a clear path for personal and professional progress.
Recognition and Appreciation: Feeling valued and appreciated for one's contributions can significantly impact job satisfaction. Regular feedback, recognition, and acknowledgment of achievements contribute to a positive work experience.
Job Role and Responsibilities: Matching an employee's skills and interests with their job role can lead to higher job satisfaction. Clear job expectations and responsibilities that align with an individual's strengths can enhance their sense of accomplishment.
Autonomy and Decision-Making: Having a degree of autonomy and the ability to make decisions can empower employees and contribute to their satisfaction.
Relationships with Colleagues and Supervisors: Positive relationships with colleagues and supervisors foster a sense of belonging and support, which can lead to increased job satisfaction.
Organizational Culture: A healthy and positive organizational culture that promotes shared values, ethics, and a sense of purpose can positively influence job satisfaction.
Job Security: A sense of job security and stability can contribute to reduced stress and higher job satisfaction.
Challenging and Meaningful Work: Engaging and meaningful tasks that align with an individual's skills and passions can lead to greater job satisfaction.
Workload and Stress Management: Reasonable workloads and effective stress management support job satisfaction by preventing burnout and promoting well-being.
Job satisfaction is a complex and multi-faceted concept that can vary from person to person. It is influenced by both objective factors (such as compensation and benefits) and subjective factors (such as personal values and attitudes). Organizations that prioritize creating a positive and supportive work environment are more likely to have employees who are satisfied with their jobs, leading to higher retention rates, improved performance, and a positive reputation.